July 2, 2026
Today’s episode of the Punk CX podcast features a chat I had with Katja Forbes, Author, Advisor & Keynote Speaker, about her new book: Machine Customers: […]
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- nCino
- Neatebox
- necessities
- necessity
- Needle
- Negative
- Negative Feedback
- Negative Impact
- Negative Review
- Neil Letchford
- Neil Martin
- nervous
- Nest
- net promoter
- Net Promoter Score
- Netflix
- Netigate
- network
- network performance
- Networking
- networking events
- Neuroformed
- neuroscience
- Neville Hobson
- Nevilson Christian
- new business
- new customer
- New Customer Service
- New customers
- new ideas
- New Technology
- New York Stock Exchange
- New York University
- newsjacking
- Newsletter
- Newvoicemedia
- Nexidia
- next best action
- Nextiva
- NextivaONE
- Nguvu
- NICE
- NICE 1CX
- NICE CXone
- NiCE World London
- niche
- Nicholas Webb
- nick
- Nick Barlow
- Nick Chater
- Nick Clark
- Nick Clegg
- Nick Francis
- Nick Hague
- Nick Mehta
- Nick Misewicz
- Nick Webb
- Nicola Millard
- Nicolae Naumof
- Nienke Bloem
- Nike
- Nikhil Pereira
- Nikki Gatenby
- nikki haine
- Nikola Mrkšić
- Nikolaus Kimla
- Nilofer Merchant
- Nimble Inc.
- Nina Caruso
- nintendo
- nixonmcinnes
- NLP
- NLU
- NMD+
- no code
- no marketing budget
- No-Code Playbook
- Nogol Tardugno
- Non Obvious
- Non Obvious Megatrends
- Nooshin Alibhai
- Nordics
- Nordstrom
- norman broadbent
- North Korea
- north star
- Northeastern University
- Norwegian
- Not Listening
- nps
- Nps Score
- NTT
- Nudge
- Nudge Theory
- Nunwood
- O2
- Objectives and Key Results
- Occupop.
- Ofer Tirosh
- Office Noise
- office space
- offshoring
- Ogilvy
- Ogilvy & Mather Uk
- Oisin Lunny
- OKR
- old brain
- Olivier Jouve
- Olof Schybergson
- Omni Channel Experience
- Omnichannel
- on premise
- on-site search
- Onboarding
- One Agenda
- one to one marketing
- One Workforce
- Onesixtyfourth
- online businesses
- Online Chat
- Online Commerce
- Online Customer
- online customer feedback
- Online Customer Support Software
- Online Marketers
- Online Marketing
- Online Marketplace
- online questionnaires
- Online Review
- Online Reviews
- online shopping
- online social networking
- opaque
- Open Innovation
- open network
- Open Plan
- Open Text Corporation
- Openmarket
- Openreach
- Opentext
- Operating Model
- operations research
- opinion
- opinions
- OpinionWay
- opportunities
- opportunity
- Opportunity cost
- Optician
- Optima Partners
- Optimizely
- organisation
- Organisation Change
- organisational
- Organisational Change
- Organisational Structure
- Organisational Structures
- organisational surveillance
- organizational behavior
- organizational culture
- Organizational Model
- Organizational Structure
- Organizational Theory
- Oru Mohiuddin
- Oscar Munoz
- OttoQA
- our customers
- outcome-based business models
- outreach
- Outreach Effort
- outreach marketing
- outside in
- Outsource Customer Service
- outsourced
- outsourced customer service support
- outsourcer
- outsourcing
- Outsourcing Support
- Overall Experience
- Own Content
- ownership
- Oxfam
- oxford dictionary
- p&o cruises
- paddi
- paddi lund
- Paige O'Neill
- Pain Quotidien
- paint
- Pal's Sudden Service
- Paloma Paraja
- Pam Warren
- pandemic
- paradox of choice
- Parloa
- partnership
- partnerships
- PARTTEAM & OEMKIOSKS
- party
- Pascal Van Opzeeland
- Pasquale DeMaio
- passenger experience
- passion
- Pat Carrigan
- Pat Lynch
- Patagonia
- patient experience
- Patients Experience
- patrick barwise
- Patrick Cornish
- Patrick Wall
- Paul Adams
- Paul Greenberg
- Paul Hague
- Paul Hughes
- Paul Mawson
- Paul Redmond
- Pauline Wilson
- Pay Increase
- Pay It Forward
- Paycor
- paying attention
- Peer-to-peer Lending
- Pega
- Pega Blueprint
- Pegasystems
- Pegaworld
- pendo
- People
- people analytics
- people development
- People Learning
- People Read
- people talking
- peoples trust
- peppers & rogers group
- perceive
- perception
- perception gap
- Performance
- Performance Improvement
- Performance Level
- Performance Management Systems
- Performance Review
- permission marketing
- Persado
- Persona
- personal
- Personal AI agents
- Personal Approach
- personal development
- personal engagement
- personal relationship
- Personal Relationships
- personal responsibility
- personal touch
- personal website
- personalisation
- personalisation at scale
- personality
- Personalization
- Personalize Experience
- Personalized Customer Interaction
- personalized marketing
- Pet Products
- Peter A. Hunter
- Peter Bell
- Peter Cross
- Peter Hunter
- Peter Kim
- Peter Kriss
- Peter Lacroix
- Peter Muhlmann
- Peter Shankman
- Peter van der Putten
- Pets At Home
- Phil Barden
- Phil Lewis
- Phil Regnault
- philosophy
- phone
- Phone Apps
- phone calls
- Phone Conversation
- Phone Service
- phrases
- Piece of Cake
- Piece of Cake Moving and Storage
- Pierce Buckley
- pillars
- Pim De Morree
- Ping Wu
- Pink Goldfish
- pipelinersales.com
- pitfalls
- Pitney Bowes
- places
- Planning
- Play
- Playaz Production Networks
- playbooks
- Player Experience
- Plum Voice.
- podcast
- Podcast Interview
- Podcasting
- Point Scale
- political brands
- politics
- politics of the united kingdom
- Poly AI
- PolyAI
- poor customer service
- poor service
- Popular Channels
- Positive Customer Experience
- Positive Customer Experiences
- possible solutions
- Post Office
- post-pandemic
- potential customers
- Powerhouse
- PPR
- pr
- PR agencies
- Practical Guide
- practice guide
- practice of law
- pragmatism
- Prashaant Huria
- Prashanth Krishnaswami
- Prayag Narula
- predictable AI
- Prediction
- predictions
- Predictive Analytics
- Predictive Decisioning Technologies
- Predictive Modelling
- Predictive Technologies
- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
- pret a manger
- PRFAQ
- pricing
- primacy effect
- Principality
- Privacy
- Privacy Law
- Privacy Policy
- Priyomes
- proactive
- Proactive Customer Service
- Proactive Services
- proactive support
- Proactivity
- Problem Solving
- Process
- Process Fabric
- process management
- process mining
- ProdecureFlow
- product
- Product Innovation
- Product Innovation Management
- Product Management
- Product Marketing
- product/services
- Production Economics
- Productivity
- profanity
- professional service firms
- profit
- profitable
- Programmatic Marketing
- programme
- progressive business
- Progressive organisations
- Promises
- Propellernet
- Property
- Property investing
- Prophet
- ProProfs
- prospecting
- prospective customers
- prospects
- Provide Excellent Customer Service
- Provide Great Customer Service
- Providing Feedback
- pruning
- psd2
- Psfk
- psp rare
- psychology
- Public sector
- publishing
- pulse survey
- Punk
- punk cx
- Punk XL
- Pura Vida Bracelets
- Purpose
- Purpose Driven
- Purposeful design
- putting customers first
- Puzzel
- PV Kannan
- PVK
- PwC
- PX
- Pypestream
- QA
- qaalfa dibeehi
- Qmatic
- qualitative data
- qualitative research
- Quality
- quality assurance
- Quality Customer Service
- Quality Management
- Quality Management System
- Quality Service
- Qualtrics
- Qualtrics AI
- Qualtrics X4
- quarters
- Quastelmidgen
- Queen's Award For Enterprise Promotion
- question
- questions
- questions impact
- queue
- queue area
- queueing
- queueing theory
- queuing
- Queuing System
- Quiq
- qumulo
- Rabbie Burns
- RAC
- Rachel Bridge
- Rachel Guevara
- Rachel Lane
- Rachel Neaman
- racism
- rackspace
- Radical Innovation
- Radical Transparency
- RAG
- RAIN
- Raju Vegesna
- Rana el Kaliouby
- Rao
- rare
- RARE Business
- rare forum
- RARE Mainfesto
- rate increase
- rates drop
- Ray Biggs
- Ray Gerber
- RCS
- reach
- Ready
- real customer
- Real Time Feedback
- real time speech to speech translation
- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- Rebecca Miller
- reboot
- recency effect
- recent articles
- recent interview
- Recession
- Recession proof
- Reckitt
- recognition
- recommendations
- reconnection
- Recruiting Methods
- Recruitment
- Red Goldfish
- Reduce Turnover
- referral
- referrals
- referrer
- refers
- reflections
- regal.io
- Reinvention
- relation
- relations
- relationship
- relationship marketing
- relationships
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- Relative Attractiveness
- relay race
- relevance
- Remote employees
- Remote work
- renew
- repeat business
- report
- report writing
- reports
- reputation
- reputation management
- Requesting Feedback
- research
- research methods
- research report
- Resolution revolution
- Resolving Customer Complaints
- resource
- respect
- response rate
- response rates
- responsetek
- Responsibility
- responsible AI
- responsive
- Rest
- Restoration Partners
- retail
- Retail Bank
- retail banks
- retail business
- retail job
- retail leaders
- Retail Store
- retail week
- retail world
- retailing
- retain
- retain customers
- retained
- retaining customers
- retention
- retention marketing
- Retrieval-Augmented Conversation
- Retrieval-Augmented Generation
- Rev Ops
- revenue execution
- Revenue Growth
- Reverb.com
- Review Websites
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- revolution
- Reward
- Rewards Programmes
- riad dar mimouna
- ricardo semler
- Rich Communication Services
- Richard Bassett
- richard branson
- richard hammond
- richard shotton
- richer sounds
- Richie Manu
- Rie Nørregaard
- rife
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- riverview
- riverview law
- roaming
- Rob Brown
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- Robert Burns
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- Robin Čalić
- Robin Collyer
- Robin Singh
- Robotics Technology
- robust network
- rock climbing
- rockstar cx
- rocky howard
- Roger Beadle
- Roger Dooley
- Rohit Bhargava
- roi
- Ron Davis
- Ron Kaufman
- Ron Secrist
- Ronny Gottschlich
- Rooms
- root cause
- Rooter Hero Plumbing & Air
- Rory Sutherland
- Rosie Jones
- Ross Daniels
- Rotterdam
- Rotterdam School Of Management
- Round pyramid
- Roxie Strohmenger
- RPA
- rubbish
- Rude Customers
- rule
- rules
- run time
- Running
- Ryan Cheyne
- Ryan Hamilton
- Ryan Hollenbeck
- Ryan Mccarty
- Ryan McDonald
- Ryanair
- saas
- Saaspocalypse
- Saatchi & Saatchi
- Sabio
- sabio group
- sacred cows
- safety
- Sales
- Sales And Marketing Software
- Sales Performance Management
- sales process
- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
- Sam Wilson
- Sameer Ahmed Khan
- Sample Size
- sampling
- Samsung
- Samsung UK & Ireland
- san antonio
- Sanas
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
- Santalucia Seguros
- SAP
- SAP CX
- SAP Emarsys
- Sap Fieldglass
- Sara Richter
- Sarah Metcalfe
- Sarah Robbins
- Sarah Wood
- Satish Barot
- save a million hours
- SCA
- scale
- scaling up excellence
- schemes
- Schindler Elevator Corporation
- science
- Science And Technology
- Scott Addington
- scott gould
- Scott Moorehead
- Scott Pulsipher
- Scott Russell
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- segment compatibility
- segment relationship management
- self organising teams
- self scheduling
- self service
- selfridges
- Selling
- Semafone
- Semco
- Semco Style Institute
- Sendoso
- Seneca
- Seneca The Younger
- senior executive
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- SEO
- Serena Riley
- service
- Service as unusual
- service channel
- service contracts
- Service Culture
- service customer
- Service Design
- Service Design Firm
- Service Design Network
- Service Dividend
- service engineers
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- service guy
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- Service Leader
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- service options
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- Service Quality
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- Service Story
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- SERVICEBRAND
- Serviced Apartments
- serviceMob
- serviceMob Inc
- ServiceNow
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- Services Marketing
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- Services Organizations
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- Serving Customers
- Serving People
- servitization
- seth
- seth godin
- Seth Goldman
- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shahar Chen
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- Shandel McAuliffe
- Sharath Keshava Narayana
- share love
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- shawshank
- shawshank redemption
- Sheldon Yellen
- Shelia Anderson
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- Shirute
- shop online
- Shopping Experience
- short term
- showrooming
- Sid Banerjee
- Siegel+Gale
- Siemens
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- sign language
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- silence
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- Simple Ideas
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- sir terry leahy
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- six keys
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- skepticism
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- skill
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- Skills
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- small batch coffee
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- Small Changes
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- smart
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- Smart Insights
- smartphone
- smartphones
- smashing magazine
- sme
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- SMEs
- smm11
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- snake oil
- social
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- Social Software
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- sociology
- software
- software advice
- Software AG
- Software Buying
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- Sol
- solicitors
- Solid Rock Consulting
- solution
- solutions
- Solve
- Some Tips
- sonic branding
- sons of maxwell
- Sophie Cheng
- sort your brain out
- soundtracks
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- speech analytics
- speech to speech translation
- speed
- speedcommunications
- Spich
- Spitch
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- sponsor videos
- sport
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- spotlight
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- Stefan Thomke
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- step by step guide
- Stephan Aarstol
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- Steve Abernethy
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- Stew Bloom
- Stickiness
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- Stijn Eulaerts
- stock market
- Stop Being Creepy
- Store Reviews
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- stories
- Story
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- strategic
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- strategic management
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- strategies
- strategy
- strategy business
- Stratifyd
- strength
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- strong
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- structured data
- study
- subject matter experts
- Subscription Business
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- success
- Success Hacker
- Success Plan
- successful
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- Sue Duris
- SugarCRM
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- Supercell
- SUPERENGAGED
- supervisor
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- Support Customer
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- Sureflap
- Surfboard
- survey
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- Survey Fatigue
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- survey monkey
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- Surveyme
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- Susan Ganeshan
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- sustainability
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- Suvi Lindfors
- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
- switching costs
- Sydney Brouwer
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- synthetic panels
- SYPartners
- System
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- Tability
- Tagpoints
- tail wagging
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- Talent
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- talk
- talker
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- Tango
- Tara DeZao
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- target market
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- Tasha Reasor
- TaskUs
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- team
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- Ted Coine
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- telephone tree
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- temkin
- Tenacity
- term
- tesco
- tescos
- testimonials
- Text Messaging
- Text Msg
- Text Reminders
- thank you
- The Age Of Agile
- The Agile Brand
- the best
- the big
- The Bot Platform
- The Bridge
- the choice factory
- The Co-operative Bank
- The Commonwealth of Self Interest
- The Convenience Revolution
- The Culture Engine
- the customer
- the customer experience
- The Customer Experience Professionals Association
- The Dark Side of CX
- The Digital Experience Company
- The Digital Transformation Roadmap
- The End of The Boss
- The Excellence Dividend
- The Falcon Lab
- The Final Rant
- The Financial Times
- the firm
- The First Word
- The Fortune Cookie Principle
- The Foundation
- The future of CX
- The Future of Storytelling
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The Intuitive Customer Podcast
- The JOLT Effect
- the link
- The Little Book of Laughter
- The Modular Analytics Company
- the most
- The New Chameleons
- the new york times
- the next
- The Personal Mba
- The Power of Instinct
- The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You
- The Purposeful Culture Group
- The race between the tortoise and the hare
- The Ready
- the richer way
- The Sam M. Walton College of Business
- The Shape Of Engagement
- the shawshank redemption
- The State Of Workplace Happiness Report
- The Storytellers
- the team
- the time
- The Values Economy
- The Vanguard Method
- The Walton Centre
- the who
- their customers
- themes
- TheyDo
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
- Thomas Laird
- Thought Leadership
- Thunderhead
- ticketing
- tidy up
- Tiffani Bova
- Tim Critchley
- Tim Deeson
- tim drake
- Tim Pickard
- time
- Time Management
- time money
- Timetrade
- timing
- Timpson
- Tinypulse
- Tip
- tips
- Tk Maxx
- TMAC
- To A Louse
- Toa Technologies
- Todd Eby
- todd olson
- tokenomics
- Tom Eggemeier
- Tom Fishburne
- Tom Gibby
- Tom Goodmanson
- Tom Libretto
- Tom Martin
- Tom Peters
- Tom van der Lubbe
- Tom Walsh
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- Tomedes.
- toms
- toms shoes
- Toni Keskinen
- Tony Adams
- Tony Bates
- Tony Fadell
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- Top Tasks
- Total Experience
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- TP
- Traditional Marketing
- Traditional Marketing Methods
- traditional values
- Training
- training company
- Transavia
- transformation
- Transformation Project
- transformational leadership
- translation
- transparencies
- transparency
- transparent
- transport
- travel
- treat
- treats
- Tredence
- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- TruGreen
- trust
- trusted
- Trustpilot
- TrustRadius
- trusts
- TSB
- Tue Martin Berg
- Tue Søttrup
- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twilio SIGNAL London
- Twist Image
- Ty Givens
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
- uk business
- UK CE Awards
- Uk Market
- uk retail
- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
- understand
- Unemployment
- Unhappy Customer
- unified desktop
- Unilever
- united airlines
- united breaks guitars
- united business machines
- united kingdom
- University of Arkansas
- University of Southern California Marshall School of Business
- University of Sussex
- Unorthodox Ventures
- Unruly Media
- unstructured data
- unum
- UPC Switzerland
- Uplifting Service
- upsell
- upset customer
- Upshot.ai
- Upside Management
- us
- us business
- us data
- USA legislation
- usability
- User Experience
- User Experience Design
- user generated content
- User Reviews
- usertesting
- UserZoom
- using social media
- Utility Bills
- utility theory
- ux
- Ux Design Principles
- Ux Design Process
- vala afshar
- value exchange
- value proposition
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
- Verint Systems
- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- Vinod Muthukrishnan
- viral
- viral product
- viral videos
- virgin atlantic
- Virgin Atlantic Airway
- Virgin Holidays
- Virtual Assistant
- virtual business lifestyle
- virtual queue
- Virtual reality
- Vision
- visioning
- VITEC
- Vivek Jetley
- Vivek Pandya
- Vivek Sharma
- VoA
- VoC
- vocal
- Voice AI
- voice analytics
- Voice Assistant
- voice of the agent
- Voice Of The Customer
- voicemail
- Volatility
- Voxpro
- Voyo Popovic
- VR
- VRx
- VUCA
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
- wait customers
- waiting
- Waitrose
- Walker Sands Digital
- wall street journal
- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
- Warwick Business School
- waste
- water
- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
- web analytics
- web hosting
- weber shandwick
- Webex
- WebexOne
- webinar
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- Website
- website content
- Website Live Chat
- WelcoMe
- well being
- wellbeing
- wellness
- wendy lea
- Wendys
- Wes Towers
- wfm
- WFO
- Wharton
- What Customers Hate
- Wheelhouse.com
- When Everyone Leads
- when to ask for
- Whisky
- Whisky Distillery
- Whisky Production
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- [24]7
June 22, 2026
June 22, 2026
Back in October 2025, I interviewed Tom Eggemeier, CEO of Zendesk, and during our chat, Eggemeier introduced me to the idea of a ‘service dividend’. This […]
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June 1, 2026
June 1, 2026
AI-enhanced storefronts. Autonomous agent-to-agent purchasing. What’s the road ahead for agentic commerce? The Gist Agentic commerce is closer than many think. Retail leaders describe a […]
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May 11, 2026
May 11, 2026
I imagine that being a brand right now must feel like being in a sailboat on the high seas and you are being buffeted by the […]
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